The following guide will help you update or reset your Symbility password. 1. Forgotten password 2. Update a password in Claims Connect 3. Reset a password for another user (Company Administrator) 4. Username and Password FAQs Why do I see the message: "Unregistered User. Please provide a valid username and password" on my log-in screen? My username is correct. Why do I see the message: "Your account has been temporarily blocked. Please contact your system administrator for more information."? I received an email indicating that one of my organization's user accounts is blocked. How can I unblock the user? (Company Administrators) Forgot Password? Request a reset 1. Using Internet Explorer, go to https://www.symbility.net (and select the appropriate region.) If you have Mobile Claims open, you can also select the "Claims Connect" menu option from the application. 2. On the login page, click the "Forgot password?" link. 3. Fill in the username and email address associated with the account, and click "Reset password". 4. You will receive an email with a new, temporary password. Enter your username and the temporary password on the login page. 5. On log in, you will be prompted to re-enter your temporary password (in the field Old Password) and to enter and confirm a new password. Ensure that this password meets the security requirements listed on the page. (You may also modify account details such as your username, name, and email on this page.) Click Save when your information is updated. If you do not recall the username or email associated with your Symbility account, check your inbox for the registration email ("Symbility Claims Connect Registration Confirmation") sent when your account was created. You may also contact your company's Administrator for account details and for a password reset. If you cannot access the email originally used to sign up for your account, the Administrator can also update your email address. Our support team can also assist you to reset your password or to regain access to your account. They are available at 1 (877) 862-8069 and by email at firstname.lastname@example.org. Support hours are: Monday-Friday | 8am-8pm (ET)Saturday-Sunday | 9am-6pm (ET) Update the password for my user account 1. Using Internet Explorer, go to https://www.symbility.net (and select the appropriate region.) Log in and choose "My User Account" from the Preferences menu. 2. Enter your old password and create a new password. Ensure that the password meets the minimum security requirements and click Save. Password reset for another user in my company Company Administrators may reset a password and modify account information for another user. 1. Log in to Claims Connect. Select the Administration menu, then User Accounts. Click on the name of the user whose account requires modification to open the Modify Account page. 2. On the Modify Account page, click "Reset password" to send an email with a new, temporary password to the user. In this screenshot, the user's previous temporary password (sent on account creation or reset) expired before a permanent password was chosen. 3. The application will prompt you to confirm that you want to reset the password. Click "OK" to confirm. Username and Password FAQs 1. Why do I see the message: "Unregistered User. Please provide a valid username and password" on my log-in screen? My username is correct. This message will be displayed on log in when your username or your password is incorrect. If you have verified that you have the correct username, you may have entered an incorrect password. If you don't recall the password, please reset your password by clicking on the "Forgot password?" link. A temporary password will be sent to your email. 2. Why do I see the message: "Your account has been temporarily blocked. Please contact your system administrator for more information."? This message will be displayed after too many attempts to log in with an incorrect password. Your company's administrator will be able to unblock your account, or, you may contact Symbility Support for assistance. 3. I received an email indicating that one of my organization's user accounts is blocked. How can I unblock the user? (Company Administrators) Log in to Symbility Claims Connect and open the menu Administration, then select the option User Accounts. On the User Accounts page, search for the blocked user or sort by the column heading "Status" (click the column heading to change the sort direction.) Click on the user's record to open the Modify Account page. Click "Unblock" to re-enable the user's account.